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| - I was initially happy with Cruise America when I first looked them up and made a reservation (almost two months in advance of when I needed the RV). This premature assessment quickly degraded as time neared for me to pick up my rental. I had gone out of my way to ensure everything was ready to go when they had informed me just a mere couple of days before that there would be an additional deposit and I had to fax additional forms. I had asked multiple times ahead of time if there was ANYTHING else, but was assured there wasn't going to be. I stepped up and provided what was needed...and hoped that would be the only bump in the road (so-to-speak).
Time comes to pick up the RV...my friend and I are about 20 minutes early and I have all of my documentation in order. The pickup process at the actual rental facility in San Fernando was a nightmare. So many mistakes were made. We were nearly not allowed to pick up the rental because of errors made on the part of those working there. One of the errors they made was they ran my card for the balance owed but had exited the contract prior to it posting in the computer system. When they opened the reservation back up (on the computer), there was still an amount due for $800+. They asked to swipe my card again, but I told them they already charged it. They insisted and, obviously, it didn't go through. They told me that I can't pick it up until I pay the balance owed. I spent hours on the phone with my bank, their offices and with friends (that were waiting to load up the RV). After they looked into my assertions (about my card already being charged), they realized that I was correct in that my card was, in fact, charged. By the time they finally got it corrected (thanks to Lee Kindernay and an IT administrator from the corporate offices), it was almost 3 hours later. We got to the place to begin loading up the RV and saw that the hitch lock was still on (we needed the hitch to attach the bike rack to). I called the rental facility in San Fernando and they said "oops, I forgot...bring it back up and we'll take care of it". A few more gallons of gas, additional mileage, and time wasted, we were FINALLY ready to load up the RV. We had planned to leave by 5:30pm...that turned into 10pm because of this whole disaster. Driving through the night was not pleasant and required ridiculous amounts of caffeine.
We get to our destination just fine and the RV seems to be just fine as well. The next day, I go to use the shower and find that it doesn't work. One of the big reasons why I wanted to camp with an RV is because it has a shower. I was told when I picked it up that everything was in working order by the rental facility.
Upon return of the RV, the process was no less stressful. The same people that seemed to lack ANY customer service skills were there putting me through similar headaches as when we picked up the RV. Out of $1,000 security deposit (ridiculous, huh!?), I got a couple hundred back. Considering I paid to have the RV professionally cleaned and didn't damage anything, that's pretty bad.
I called Cruise America a couple of times about these issues. I wrote them some emails. I even sent a letter. To date, NOTHING has been resolved. They didn't even try sending an apology form letter with a partial refund. I've submitted an official complaint to the Better Business Bureau and have posted numerous bad reviews. They don't seem to care. It is nearing the verge of making this a legal matter. It is absurd how little they care. Had they just apologized and refunded me a little bit of the $2,500 (roughly) that I spent, then I would have been content in rating them with 3 stars. It's their lack of care that gets them just 1, which, in fact, is still being generous!
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